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Supervisor, IT Service Desk

2a775003 5f32 4afb Bf62 46ffd8453b07 19000101 000001 · Baltimore, Baltimore, MD, US, Baltimore, MD · Remote · Active · $82,110–$92,380 / year · ADP Workforce Now Recruiting

Job facts

FieldValue
Company2a775003 5f32 4afb Bf62 46ffd8453b07 19000101 000001
TitleSupervisor, IT Service Desk
Normalized title-
Department / team-
LocationBaltimore, MD, United States
Work modelRemote / Remote
Employment typeFull Time
Salary$82,110–$92,380 / year
Statusactive
ATS providerADP Workforce Now Recruiting
Posted / first seen2026-04-24 / 2026-05-31
Changed / last seen2026-06-06 / 2026-06-06

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PageWhat it containsOpen
Company jobsActive postings from 2a775003 5f32 4afb Bf62 46ffd8453b07 19000101 000001.Open
Company breakdownsRole, location, ATS, and work model facets for this company.Open
ATS provider jobsActive postings observed through ADP Workforce Now Recruiting.Open
Provider filtered searchThe same provider as a filtered job collection.Open
City jobsActive postings in Baltimore.Open
Work model jobsActive Remote postings.Open
Lifecycle eventsOpen, update, close, and reopen events for this posting.Open
Original postingCanonical source or apply URL captured from the ATS.Open

Linked records

Company2a775003 5f32 4afb Bf62 46ffd8453b07 19000101 000001
Source18266c3e-fbd7-4b3e-a6cb-95c8d2e2bc3c
ATS providerADP Workforce Now Recruiting

Description

The IT Service Desk Supervisor is responsible for overseeing day‑to‑day IT support operations and directly supervising the end user services team. This role ensures timely, high‑quality technical support for all users while enforcing standards, meeting SLAs, and developing team members. The Supervisor serves as the primary escalation point for Tier 1 and Tier 2 issues and partners closely with the Infrastructure and Security teams to resolve complex problems. This is a hands‑on supervisory role requiring both technical expertise and people‑management skills. Position requires travel to Infinite Legacy regional offices and tissue surgical recovery sites. Education and Experience: Associate’s or Bachelor’s degree in a related field preferred; equivalent combination of education and progressively responsible experience considered. 5+ years of IT support experience, including Tier 2 troubleshooting. 1–3 years of experience leading or supervising technical staff. Strong understanding of IT service management concepts (ITIL preferred) Experience supporting enterprise end‑user environments. Prior experience as a Help Desk Lead, Support Supervisor, or similar role, and experience with endpoint management tools (Intune, SCCM, Jamf, or similar) preferred. Experience supporting hybrid or remote workforces preferred. Familiarity with ITSM platforms (ServiceDeck Plus, ServiceNow, Jira, etc.) preferred. Required Skills/Abilities: Excellent written and verbal communication, customer service, leadership, team development, organization, and problem‑solving skills. Ability to manage competing priorities in a fast‑paced environment . ITIL Foundation or equivalent certification, preferred. Incident and escalation management, and process improvement Duties/Responsibilities: Supervises Systems Support Analysts and the Desktop Technicians Provides coaching, mentoring, and technical guidance to team members Manages the IT support queue, ensuring adherence to SLAs and service quality standards Prioritizes, assigns, and rebalances work across the End User Services team Serves as the escalation point for unresolved Tier 1 and Tier 2 incidents Coordinates escalations to the Infrastructure and Security teams as needed Ensures consistent use of ITSM tools, workflows, and documentation standards Conducts performance check‑ins, evaluations, and corrective actions when required Assists the Director of IT with hiring, onboarding, and training plans Develops schedules, coverage plans, and on‑call rotations to ensure adequate support Maintains working knowledge of supported systems, including: Windows and macOS environments Microsoft 365 and enterprise applications Endpoint management and device deployment Reviews and approve changes affecting end user services Ensures proper asset management and lifecycle tracking of end‑user devices Enforces creation and maintenance of knowledge base articles and standard operating procedures Tracks and reports support metrics (ticket volume, resolution time, trends) Provides regular operational updates to the Director of IT Identifies risks, gaps, and training needs within End User Services Occasional after‑hours or on‑call support may be required Join Our Team & Enjoy Great Benefits! At Infinite Legacy, we care about our employees' well-being, both at work and in life. That's why we offer an excellent benefits package designed to support you and your family. Our Benefits Include: Health, Dental & Vision Insurance : Comprehensive coverage for you and your loved ones. Paid Time Off : Take the time you need to relax and recharge. 401K : Plan for your future with employer contributions. Life & Disability Insurance : Peace of mind, no matter what happens. Pet Insurance Discounts : Because your furry friends matter too! Tuition Reimbursement : We support your growth and development with education assistance. Join our team today and experience a workplace that truly values you!

Full job record

Job IDa5ee318b6caa38fe8c364b92a012446c0d9b693d
Org IDd2e0add3-84c2-4fb7-af88-6dc0caab2aae
Source ID18266c3e-fbd7-4b3e-a6cb-95c8d2e2bc3c
Board ID18266c3e-fbd7-4b3e-a6cb-95c8d2e2bc3c
Provideradp_workforcenow
Provider Job Key568356
TitleSupervisor, IT Service Desk
Normalized Title—
Statusactive
Activeyes
Location TextBaltimore, Baltimore, MD, US, Baltimore, MD
Department—
Team—
Employment Typefull_time
Workplace Typeremote
Remote Policyremote
CountryUnited States
RegionMD
CityBaltimore
Salary Raw82110.00 To 92380.00 (USD) Annually
Salary Min82,110
Salary Max92,380
Salary CurrencyUSD
Salary Periodyear
Source URLhttps://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=2a775003-5f32-4afb-bf62-46ffd8453b07&ccId=19000101_000001&lang=en_US&type=JS&jobId=568356&jwId=9200943648512_1
Apply URLhttps://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=2a775003-5f32-4afb-bf62-46ffd8453b07&ccId=19000101_000001&lang=en_US&type=JS&jobId=568356&jwId=9200943648512_1
First Seen At2026-05-31 18:19:04Z
Last Seen At2026-06-06 12:16:05Z
Last Checked At2026-06-06 12:16:05Z
Last Changed At2026-06-06 12:16:05Z
Inactive At—
Source Posted At2026-04-24 18:35:00Z
Source Updated At—
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Extensions
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    "requisitionDescription": "<div><div><p style='margin-top:0in;margin-right:0in;margin-bottom:3.0pt;margin-left:0in;line-height:120%;font-size:15px;font-family:\"Calibri\",sans-serif;color:#44546A;' data-pasted=\"true\"><span style='font-size: 14px; line-height: 120%; font-family: \"times new roman\", serif; color: windowtext;'>The IT Service Desk Supervisor is responsible for overseeing day‑to‑day IT support operations and directly supervising the end user services team. This role ensures timely, high‑quality technical support for all users while enforcing standards, meeting SLAs, and developing team members. The Supervisor serves as the primary escalation point for Tier 1 and Tier 2 issues and partners closely with the Infrastructure and Security teams to resolve complex problems. This is a hands‑on supervisory role requiring both technical expertise and people‑management skills.</span></p><p style='margin:0in;font-size:13px;font-family:\"Courier New\";line-height:150%;'><span style='font-size: 14px; line-height: 150%; font-family: \"times new roman\", serif;'>Position requires travel to Infinite Legacy regional offices and tissue surgical recovery sites.</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:3.0pt;margin-left:0in;line-height:150%;font-size:15px;font-family:\"Calibri\",sans-serif;color:#44546A;'><span style='font-family: \"times new roman\", serif; font-size: 14px;'><strong>&nbsp;</strong></span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:3.0pt;margin-left:0in;line-height:150%;font-size:15px;font-family:\"Calibri\",sans-serif;color:#44546A;'><span style='font-family: \"times new roman\", serif; font-size: 14px;'><strong><span style=\"line-height: 150%; color: windowtext;\">Education and Experience:</span></strong></span></p><div style='margin-top:0in;margin-right:0in;margin-bottom:3.0pt;margin-left:0in;line-height:120%;font-size:15px;font-family:\"Calibri\",sans-serif;color:#44546A;'><ol style=\"margin-bottom:0in;list-style-type: decimal;margin-left: 0in;\"><li style='margin: 0in 0in 3pt; line-height: 120%; font-size: 14px; font-family: \"times new roman\", serif; color: rgb(68, 84, 106);'><span style=\"line-height: 115%; color: windowtext;\">Associate&rsquo;s or Bachelor&rsquo;s degree in a related field preferred; equivalent combination of education and progressively responsible experience considered.</span></li><li style='margin: 0in 0in 3pt; line-height: 120%; font-size: 14px; font-family: \"times new roman\", serif; color: rgb(68, 84, 106);'><span style=\"line-height: 115%; color: windowtext;\">5+ years of IT support experience, including Tier 2 troubleshooting.</span></li><li style='margin: 0in 0in 3pt; line-height: 120%; font-size: 14px; font-family: \"times new roman\", serif; color: rgb(68, 84, 106);'><span style=\"line-height: 115%; color: windowtext;\">1&ndash;3 years of experience leading or supervising technical staff.</span></li></ol></div><ol start=\"4\" type=\"1\" style=\"margin-bottom:0in;\"><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Strong understanding of IT service management concepts (ITIL preferred)</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Experience supporting enterprise end‑user environments.</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: rgb(68, 84, 106);'><span style=\"line-height: 115%; color: windowtext;\">Prior experience as a Help Desk Lead, Support Supervisor, or similar role, and experience with endpoint management tools (Intune, SCCM, Jamf, or similar) preferred.&nbsp;</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: rgb(68, 84, 106);'><span style=\"line-height: 115%; color: windowtext;\">Experience supporting hybrid or remote workforces preferred.&nbsp;</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: rgb(68, 84, 106);'><span style=\"line-height: 115%; color: windowtext;\">Familiarity with ITSM platforms (ServiceDeck Plus, ServiceNow, Jira, etc.) preferred.</span></li></ol><p style='margin-top:0in;margin-right:0in;margin-bottom:3.0pt;margin-left:0in;line-height:115%;font-size:15px;font-family:\"Calibri\",sans-serif;color:#44546A;'><span style='font-family: \"times new roman\", serif; font-size: 14px;'><br></span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:3.0pt;margin-left:0in;line-height:115%;font-size:15px;font-family:\"Calibri\",sans-serif;color:#44546A;'><span style='font-family: \"times new roman\", serif; font-size: 14px;'><strong><span style=\"line-height: 115%; color: windowtext;\">Required Skills/Abilities:&nbsp;</span></strong></span></p><ul type=\"disc\" style=\"margin-bottom:0in;\"><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Excellent written and verbal communication, customer service, leadership, team development, organization, and problem‑solving skills.</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: rgb(68, 84, 106);'><span style=\"line-height: 115%; color: windowtext;\">Ability to manage competing priorities in a fast‑paced environment</span><span style=\"line-height: 115%;\">.</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: rgb(68, 84, 106);'><span style=\"line-height: 115%; color: windowtext;\">ITIL Foundation or equivalent certification, preferred.&nbsp;</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Incident and escalation management, and process improvement</span></li></ul><p style='margin-top:0in;margin-right:0in;margin-bottom:3.0pt;margin-left:0in;line-height:115%;font-size:15px;font-family:\"Calibri\",sans-serif;color:#44546A;'><span style='font-family: \"times new roman\", serif; font-size: 14px;'><br></span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:3.0pt;margin-left:0in;line-height:115%;font-size:15px;font-family:\"Calibri\",sans-serif;color:#44546A;'><span style='font-family: \"times new roman\", serif; font-size: 14px;'><strong><span style=\"line-height: 115%; color: windowtext;\">Duties/Responsibilities:</span></strong></span></p><ol start=\"1\" type=\"1\" style=\"margin-bottom:0in;\"><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Supervises Systems Support Analysts and the Desktop Technicians</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Provides coaching, mentoring, and technical guidance to team members</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Manages the IT support queue, ensuring adherence to SLAs and service quality standards</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Prioritizes, assigns, and rebalances work across the End User Services team</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Serves as the escalation point for unresolved Tier 1 and Tier 2 incidents</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Coordinates escalations to the Infrastructure and Security teams as needed</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Ensures consistent use of ITSM tools, workflows, and documentation standards</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Conducts performance check‑ins, evaluations, and corrective actions when required</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Assists the Director of IT with hiring, onboarding, and training plans&nbsp;</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Develops schedules, coverage plans, and on‑call rotations to ensure adequate support</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Maintains working knowledge of supported systems, including:&nbsp;</span><ul type=\"circle\" style=\"margin-bottom: 0in; font-family: initial; font-size: initial;\"><li style='margin-top: 0in; margin-right: 0in; margin-bottom: 3pt; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext; line-height: 115%;'><span style=\"line-height: 115%;\">Windows and macOS environments</span></li><li style='margin-top: 0in; margin-right: 0in; margin-bottom: 3pt; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext; line-height: 115%;'><span style=\"line-height: 115%;\">Microsoft 365 and enterprise applications</span></li><li style='margin-top: 0in; margin-right: 0in; margin-bottom: 3pt; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext; line-height: 115%;'><span style=\"line-height: 115%;\">Endpoint management and device deployment</span></li></ul></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Reviews and approve changes affecting end user services</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Ensures proper asset management and lifecycle tracking of end‑user devices</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Enforces creation and maintenance of knowledge base articles and standard operating procedures</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Tracks and reports support metrics (ticket volume, resolution time, trends)</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Provides regular operational updates to the Director of IT</span></li><li style='margin: 0in 0in 3pt; line-height: 115%; font-size: 14px; font-family: \"times new roman\", serif; color: windowtext;'><span style=\"line-height: 115%;\">Identifies risks, gaps, and training needs within End User Services Occasional after‑hours or on‑call support may be required</span></li></ol><p style='margin-top:0in;margin-right:0in;margin-bottom:3.0pt;margin-left:0in;line-height:115%;font-size:15px;font-family:\"Calibri\",sans-serif;color:#44546A;'><span style='font-family: \"times new roman\", serif; font-size: 14px;'><br></span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:3.0pt;margin-left:0in;line-height:115%;font-size:15px;font-family:\"Calibri\",sans-serif;color:#44546A;'><span style='font-family: \"times new roman\", serif; font-size: 14px;'><br></span></p><p style=\"margin-left:0in;\" data-pasted=\"true\"><span style='font-family: \"times new roman\", serif; font-size: 14px;'><strong>Join Our Team &amp; Enjoy Great Benefits!</strong></span></p><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 14px;'>At Infinite Legacy, we care about our employees&#39; well-being, both at work and in life. That&#39;s why we offer an excellent benefits package designed to support you and your family.</span></p><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 14px;'><strong>Our Benefits Include:</strong></span></p><ul type=\"disc\"><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 14px;'><strong>Health, Dental &amp; Vision Insurance</strong>: Comprehensive coverage for you and your loved ones.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 14px;'><strong>Paid Time Off</strong>: Take the time you need to relax and recharge.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 14px;'><strong>401K</strong>: Plan for your future with employer contributions.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 14px;'><strong>Life &amp; Disability Insurance</strong>: Peace of mind, no matter what happens.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 14px;'><strong>Pet Insurance Discounts</strong>: Because your furry friends matter too!</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 14px;'><strong>Tuition Reimbursement</strong>: We support your growth and development with education assistance.</li></ul><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 14px;'>Join our team today and experience a workplace that truly values you!</span></p></div></div>\n",
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